LEARN WHAT YOU LISTEN (2)

Four Causes of Poor Listening


1.Not concentrating

2.Listening too hard (eg pick up the detail,but miss the point)

3.Jumping to conclusion

4.Focusing on delivery and personal appearance

How to become a better listener


~ Take listening seriously

~ Resist distractions

~ Don't be diverted by appearance or delivery

~ Focus your listening
   -listen to main point
   -listen to evidence
   -listen for technique

~Suspend judgement
   -hear first then think
   -listen for ideas then make up your mind
   -not agree 100% for what ever speaker say

Four kinds of listening


1.Appreciate listening-----:listening for pleasure on enjoyment

2.Empathic listening-------listening to provide emotional support for speaker

3.Comprehensive listening----listening to understand the message of speaker

4.Critical listening---------listening to evaluate a message for purposes of accepting or rejecting it.
 

LEARN WHAT YOU LISTEN (1)

~ One of the best ways to persuade others is to listen to them
~ The greatest skill you can develop is the skill of listening to others
~ You don't learn anything while you are talking
~ The truth is that the more you say the less people remember
~ A man is known by the silence he keeps
~ Silence is a friend who will never betray you
~ When you have nothing to say,say nothing
~ Don't miss many valuable opportunities to hold your tongue and listen to what the other person is saying
~ Talk is cheap because supply exceeds demand
~ There must have been some reason God made man's ear to stay open and his mouth to be shut
~ Same thing the man has two ears and one tongue (so you listen more than saying)
~ Your ear will never get you in trouble
~ Be a good listener.Too much talk will always include error
~ One of the most powerful principles you can implement in your life is the principle of listening to others
~ And you must learn what you listen....

THE TEN GOLDEN RULES OF GOOD MEDICAL PRACTICE

1.  PRACTICE WITH KINDNESS,ETHICS AND HONESTY

2.UPGRADE PROFESSIONAL KNOWLEDGE AND CLINICAL SKILLS

3.MAINTAIN GOOD PATIENT RECORDS

4.MAINTAIN GOOD COMMUNICATION WITH PATIENTS AND RELATIVES

5.MAINTAIN DOCTOR-PATIENT CONFIDENTIALITY

6.ALLOW SECOND OPINION AND REFERRAL TO COLLEAGUES

7.MAINTAIN GOOD WORKING RELATIONSHIP WITH COLLEAGUES

8.BE CONSCIOUS OF COST OF HEALRHCARE

9.AVOID PUBLICITY,SELF-PROMOTION AND ABUSE OF POSITION

10.BE PARTNER IN PROMOTING GLOBAL HEALTH

Meeting Room Etiquette

Self control is desirable in a meeting or discussion.Among others:

~ Don't allow the impulse of speech to assert too much or say anything without reflection,but speak with conscious control and say only what is necessary and helpful.

~Avoid debate,dispute or too animated discussion.Simply say what has to be said and leave it there.Don't insist that you are right and others wrong.What is said should only contribute to the matter

~Keep the tone of speech quite and calm.

~If others are heated and choose to dispute,remain quite and undisturbed.Speak only that which can help to smooth things over.

~If there is gossip about others and harsh criticism,do not participate in it.It is unproductive and does not reflect well on your character.

~Avoid that which would hurt or  demean others

Standard of Professional Practice (6)

STANDARD 6:APPLICATION OF RESEARCH

Effectively applies,participates in or generates research to enhance practice

Rationale


Effective application,support,and generation of research in practice encourages continuous quality improvement and provides documented support for the benefit of the client.

Indicators


Each professional:

~locates and reviews research findings for their application to practice
~bases practice on sound scientific principles,research,and theory
~promotes research through alliances and collaboration with other professionals and organizations
~contributes to the development of knowledge and research
~collects measurable data and documents outcomes within the practice setting
~shares research data and activities through various media

Examples of outcomes

# Client receives appropriate services based on the effective application of research
# A foundation for performance measurement and improvement is provided
# Outcomes data supports reimbursement for the services of professionals
# Research findings are used for the development and revision of policies,procedures,practice guidelines,protocols,and clinical pathways
# Professionals use benchmarking and knowledge of "best practice" to improve performance.

Standard of Professional Practice (5)

STANDARD 5:CONTINUED COMPETENCE AND PROFESSIONAL ACCOUNTABILITY

Engages in lifelong self-development to improve knowledge and enhance professional competence

Rationale 


Professional practice requires continuous acquisition of knowledge and skill development to maintain accountability to public.

Indicators


Each professional:

~conducts self-assessment at regular intervals to identify professional strengths and weakness
~identifies needs for professional development and mentors others
~develops and implements a plan for professional growth
~documents professional development activities
~ adheres to the Code of Ethics for the profession and is accountable and responsible for actions and behavior
~support the application of research findings to professional practice
~takes active leadership roles

Examples of outcomes


# professional uses self-reflection and feedback from a variety of sources to evaluate and implement professional change
# professional development needs are identified and directed learning take place
# professional accepts accountability to the public
# professional obtains appropriate certifications
# professional supports legislation which promotes positive outcomes
# professional uses 'best practices' to demonstrate competency
# professional meets registration recertification requirements

Standard of Professional Practice (4)

STANDARD 4:QUALITY IN PRACTICE

Systematically evaluates the quality and effectiveness of practice and revises practice as needed to incorporate the results of evaluation

Rationale


Quality practice requires regular performance regulation and continuous improvement of service

Indicators


Each professional:

~identifies performance improvement criteria to monitor effectiveness of services
~identifies expected outcomes
~documents outcomes of services provided
~compares actual performance to expected outcomes
~documents action taken when discrepancies exist between actual performance and expected outcomes
~continuously evaluates and refines services based on measured outcomes

Examples of outcomes


# Performance improvement criteria are measured
# Actual performance is evaluated
# Clients' outcomes meet established criteria (objectives/goals)
# Results of quality improvement activities direct refinement of practice

Standard of Professional Practice (3)

STANDARD 3:UTILIZATION AND MANAGEMENT OF RESOURCES

Uses resources effectively and efficiently in practice

Rationale


Appropriate use time,money,facilities,and human resources facilitates delivery of quality services

Indicators


Each professional:

~uses a systematic approach to maintain and manage professional resources successfully
~uses measurable resources such as personnel,monies,equipment,guidelines,protocol,reference materials,and time in the provision of service
~analyzes safety,effectiveness,and cost in planning and delivering services and product
~justifies use of resources by documenting consistency with plan,continuous quality improvement,and desired outcomes
~educates and help clients and others to identify and secure appropriate and available resources and services

Examples of outcomes


# The professional documents use of resources according to plan and budget
# Resources and services are measured and data are use to promote and validate the effectiveness of services
# Desired outcomes are achieved and documented
# Resources are managed and used cost-effectively

Standard of Professional Practice (2)

STANDARD 2:COMMUNICATION AND APPLICATION OF KNOWLEDGE

Effectively applies knowledge and communicates with others

Rationale
~professionals work with and through others while using their unique knowledge and management as well as skills in providing services.

Indicator
Each professional:

~has knowledge related to a specific area(s) of professional service
~communicates sound scientific principles,research,and theory
~integrates knowledge,knowledge of communication,health,social,science and management theory
~shares knowledge and information with clients
~helps clients and students apply knowledge and skills
~documents interpretation of relevant information and results of communication with professionals,personnel,students,and clients
~contributes to the development of new knowledge
~seeks out information to provide effective services

Examples of outcomes

#Professional provides expertise,and management information
#Client understand the information received
#Client receives current and appropriate information and knowledge
#Client knows how to obtain additional guidance

Standard of Professional Practice (1)

STANTARD 1:PROVISION OF SERVICES

Provides quality service based on client  expectations and needs

Rationale
Professionals provide,facilitate,and promote quality services based on client expectations and needs,current knowledge,and professional skill/experience.

Indicators
Each professional:
~collaborates with client to assess needs,background,and resources and to establish mutual goals
~collaborates with other professionals as appropriate
~applies knowledge and skills to determine the most appropriate action plan
~implements quality practice by following policies,procedures,legislation,licensure,practice guidelines,and the Standard of Professional Practice
~fosters excellence and exhibits professionalism in practice
~continously evaluates processes and outcomes
~advocates for the provision of services as part of public policy

Examples of Outcomes
#Clients actively participate in establishing goals and objectives
#Clients needs are met
#Clients are satisfied with service and product provided
#Evaluation reflects expected outcomes
#Public has access to services

Professional Ethics (part 10)

Confidentiality


The confidentiality requirement applies to all services provided
Prohibit from using confidential information acquired in the course of professional work for his personal advantage or for the advantage of a third party.

Acts discreditable to the profession


'All member shall not commit any acts which are discreditable to the profession'
 e.g gross careless,neglect an incapacity in the performance of professional duties and impropriety in professional conduct.

Disciplinary procedures


The function of Investigation Committee and Disciplinary Committee
~is to investigate complaints made against any member
~is responsible for taking disciplinary action if it thinks fit e.g penalty of a certain amount,suspension of the member not exceeding a period of 5 years,and the expulsion of the member etc.

SUMMARY


The demand for certain professional services depend on public confidence in the profession.So the rule of ethics in society and the unique ethical responsibilities is important.

Professional Ethics (part 9)

Fees


The professional fees should be a fair reflection of the value of the work performed for the client,taking into account:
(a)The skill and knowledge required for the type of work involved.

(b)The level of training and experience of the person necessarily engaged in the work.

(c)The time necessarily occupied by each person engaged in the work.

(d)The degree of responsibility and urgency that the work entails.

All above is to avoid undercutting which could lead to a compromise or lower of the professional standards.

However,there are exception where are member may charge a charitable bodies and non-profit organisation low professional fees or no fees at all provided there is no elements of any inducement to secure professional work by such action.

Special fees by regular clients,staff,retiring person,wodow,etc. is exempted from the above restriction.

Generally is to discourage the payment or acceptance commission (for a referral) in their dealing as such practice may lead to a compromise in ethical and professional standards.

Professional Ethics (part 8)

Advertising,Publicity and Solicitation


Advertising is the use of various media,such as magazine,radio etc to communicate favourable information about the services provided by the profession.
Publicity may be similarly defined.
Solicitation is try to obtain/meet the clients to explain about our services,by offering seminar,course etc

Advertising in general is not permitted
~Code of ethic prohibit members from advertising by any means.
~Can issuing circular to client/person with whom there has already been established a professional connection.
~Allowed to publish name and adress for purposes eg advertisement for vacancies,for sale of business/ property,announcement a change of address and telephone numbers,etc
~Must ensure 'business card' or 'stationary practice' or 'name plate' do not include a claim that a member is a specialist in any particular aspect of public practice is prohibited.
~Conducting seminar and publising article for the purpose of knowledge may be acceptable,provide such activities  not to deliberate promotion.
~Allowed to send greetings card or special occasion eg happy new year etc.

Method of practice
Practitioner in specific profession must registered with certain council before practice legally.

Professional Ethics (part 7)

Competence and due care


Competence requirement means that a member should have formal education in certain profession,adequate practical experience for the work being performed,and continuing professional education.

Due care means that the member is a professional responsible in fulfilling duties diligently and carefully.It  also implies that the professional should observe the professional's technical and ethical standards,strive continually to improve competence and the quality of services through Continuing Professional Development (CPD) and discharge professional responsibility to the best of his ability.

CPD is necessary because of the rapid changes and expansion in the knowledge that is required of professional in order them to discharge their professional obligation effectively and responsibly.These changes and increased public expectation of the work of profession have increasing demands on the profession and it is every member responsibility to ensure that their knowledge is kept up to date.

Participation of every member in a programme of CPD is therefore vital in maintaining high standards and public confidence in the profession.

A CPD programme normally comprises:
1.Structured CPD learning may be obtain through courses,conference,seminarsor from post-graduate studies.
2.Unstructured CPD learning includes private study,technical research  for practical work.

Professional Ethics (part 6)

Professional Independence

Professional people(eg doctor,lawyer,architect,optometrist etc) is expected to have integrity,objectivity,to observe professional standards and to act in the public interest.
Professional people need be concerned about professional independence.
The following is the statement on professional independence:
(set out in by the law);

#professional independence is a concept fundamental to the certain profession.It is essentially an attitude of mind characterized by integrity and an objective approach to professional work

#all member(in public practice or not) should be,and be seen to be,free in each professional assignment he undertakes,of any interest which might distract from objectivity.The fact that this is self evident in the exercise of the reporting function must not obscure its relevance in respect of other profesiional work.

Independence means taking 'unbiassed viewpoint' in the performance,evaluation.
Independence in fact.
Independence in appearance.

The concept of independence is abstract and can easily be misinterpreted or manipulated.

"No member shall give any assistance or his services by the use of his name or in any other manner to advance or promote any illegal activity of the client"